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Call Centres in the UK: Market Research Report

Market Research • Market Size • Industry Statistics • Industry Analysis • Industry Trends

Call Centres Market Research Report | SIC N82.200 | Mar 2017

Dialling down: Revenue growth is expected to slow in the face of an uncertain economic environment

IBISWorld’s Call Centres market research report is a comprehensive guide to market size and growth prospects. Our industry reports offer strategic industry analysis of the factors influencing companies, including new product developments, economic, lifestyle and demographic influences, distribution and supply chain factors and pricing issues. Full analysis accompanies our data forecasts to illustrate how the market responds to emerging industry trends.

Report Snapshot
Market Share of Companies
Capita Customer Management Ltd Capita Customer Management Ltd market share
Industry Statistics & Market Size
Annual Growth 12-17
Annual Growth 17-22
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Industry Threats & Opportunities
  • Industry demand is expected to be limited in the short term due to economic uncertainty
  • Outsourced call centres offer greater flexibility than in-house call centres
  • The introduction of the National Living Wage is forecast to increase industry wage costs
  • ... purchase to read more

Industry Analysis & Industry Trends

Revenue has increased over the past five years as the industry has recovered from the effects of the global financial crisis, which caused industry revenue to contract over the three years through 2010-11. However, business confidence has grown for much of the five-year period through 2016-17, driving demand for the industry's services as firms were more willing to spend money on telemarketing services and external customer service solutions. Despite this, the industry has also faced strong competition from offshore call centres, which is expected to have limited revenue growth to some extent. This, in addition to rising regulatory requirements, is anticipated to contribute to falling profit margins over the period. Industry revenue is forecast to rise at a compound annual rate of 1.7%... purchase to read more

Industry Report - Starting a New Business Chapter

IBISWorld analysis indicates that the barriers to entering this industry are low. Compared to many other industries, the initial capital outlay is relatively insignificant as many operators choose to rent equipment and office space. However, although operators can enter the industry with relative ease, future success is not guaranteed.

The major industry cost is employing an experienced and well-trained labour force. Developing or attracting such a workforce poses a major barrier to entry. Participants need to invest significant time and money in the development of staff. Once the labour force has been established and trained, they need an appropriate work location. The location of a call centre is important. Com.. purchase to read more

Additional Insights for the Call Centres Industry

IBISWorld identifies 250 Key Success Factors for a business.The most important for the Call Centres Industry are

  • Access to a multiskilled and flexible workforce
  • Possession of accurate information
  • Ability to quickly adopt new technology
  • IBISWorld analysts also discuss how external factors such as Business confidence index and Real effective exchange rate in the Call Centres industry impact industry performance... purchase to read more


    Industry ProductsRelated Reports

    What is the Call Centres Industry?

    Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. The industry only includes outsourced work.

    Industry Products
    Customer careTechnical assistanceCustomer acquisitionChasing arrears
    Industry Activities
    Answering calls and relaying messagesProviding technical assistanceHandling complaintsConducting telemarketingVerifying addressesPlacing orders

    Table of Contents
    About this Industry
    Industry Definition
    Main Activities
    Similar Industries
    Additional Resources
    Industry at a Glance
    Industry Statistics Snapshot
    Industry Structure
    Executive Summary
    Industry Performance
    Executive Summary
    Key External Drivers
  • Business confidence index
  • Real effective exchange rate
  • IT and telecommunications adoption
  • National unemployment rate
  • Current Performance
  • Referendum effect
  • Ringing out the old
  • Multichannel expansion
  • Outsourcing operations
  • Profit performance
  • Chart: Revenue Growth
  • Industry Outlook
  • Technological developments
  • Cloud computing
  • Price-based competition
  • Table: Call Centres Industry Revenue Outlook
  • Industry Life Cycle
  • Life cycle reasons
  • Chart: Benchmarking - Call Centres Industry Lifecycle vs The Economy
  • Products & Markets
    Supply Chains
  • Key Buying Industries
  • Wireless Telecommunications Carriers
  • Banks
  • Key Selling Industries
  • Computer & Peripheral Equipment Wholesaling
  • Office Equipment Rental & Leasing
  • Wired Telecommunications Carriers
  • Products & Services
  • Customer care
  • Technical assistance
  • Customer acquisition
  • Chasing arrears
  • Other
  • Chart: Call Centres Industry Products and Services Segmentation
  • Demand Determinants
    Major Markets
  • Other
  • Telecommunications sector
  • Finance and insurance firms
  • Government and non-profit agencies
  • Chart: Major Market Segmentation for the Call Centres Industry
  • International Trade
    Business Locations
  • Chart: Business Locations by State
  • Competitive Landscape
    Market Share Concentration
    Key Success Factors
    Cost Structure Benchmarks
  • Profit
  • Wages
  • Purchases
  • Telecommunications services
  • Rent
  • Depreciation
  • Other
  • Chart: Cost Structure Benchmarking – Sector vs Call Centres
  • Basis of Competition
  • Internal competition
  • External competition
  • Barriers to Entry
  • Table: Barrier to Entry Checklist for the Call Centres Industry
  • Industry Globalization
    Major Companies
    Capita Customer Management Ltd
  • Table: Capita Customer Management Ltd - financial performance
  • Operating Conditions
    Capital Intensity
  • Chart: Level of Capital Intensity for the Call Centres Industry
  • Chart: Tools of the Trade: Growth Strategies for Success
  • Technology & Systems
    Revenue Volatility
  • Chart: Volatility vs Industry Growth
  • Regulation & Policy
    Industry Assistance
    Key Statistics
  • Table: Industry Data for the Call Centres Industry
  • Includes:
  • Industry Revenue (2008-2022)
  • Industry Gross Product (2008-2022)
  • Establishments (2008-2022)
  • Businesses (2008-2022)
  • Employment (2008-2022)
  • Wages (2008-2022)
  • Table: Annual Percentage Change for Key Industry Data
  • Table: Key Ratios for Industry Key Data
  • Jargon & Glossary
  • When a company makes a call to someone they have had no previous contact with and who was not expecting to be contacted.
  • Customer Relationship Management (Crm)
  • A strategy for managing interactions with current and potential clients.
  • Upselling
  • The process of trying to persuade existing customers to upgrade their service or pay for additional services.

  • Why Buy this Report?
    IBISWorld industry market research reports enable you to:
    • Find out about key industry trends
    • Identify threats and opportunities
    • Inform your decisions for marketing, strategy and planning
    • Quickly build competitive intelligence
    This report on Call Centres:
    • Provides Market Size information to assist with planning and strategic decisions.
    • Includes the necessary information to perform SWOT, PEST and STEER analysis.
    • Helps you understand market dynamics to give you a deeper understanding of industry competition and the supply chain.
    • Analyses key performance and operational metrics so that you can benchmark against your own business, that of your customers’ businesses, or your competitors’ businesses.
    The Call Centres market research report includes:
    • Historical data and analysis for the key drivers of this industry
    • A five-year forecast of the market and noted trends
    • Detailed research and segmentation for the main products and markets
    • An assessment of the competitive landscape and market shares for major companies
    • And of course, much more

    IBISWorld reports on thousands of industries around the world. Our clients rely on our information and data to stay up-to-date on industry trends across all industries. With this IBISWorld Industry Research Report on Call Centres, you can expect thoroughly researched, reliable and current information that will help you to make faster, better business decisions.

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